Release Notes for Cisco Unity Release 3.0(3)

Revised December 21, 2001

These release notes describe upgrade instructions, new and changed support, new and changed functionality, limitations and restrictions, open and resolved caveats, and documentation updates for Cisco Unity™ Release 3.0(3).

Cisco Unity version 3.0(3) has been qualified for the following product combinations with the AV-Cisco TSP and Cisco CallManager.

Table 1 Supported Product Combinations

Cisco Unity

AV-CiscoTSP

Cisco CallManager

3.0(3)

3.0(4), 3.0(3)

3.1(2), 3.1(1), 3.0(12), 3.0(11), 3.0(10), 3.0(9)

For the most current list of all qualified product combinations of Cisco Unity, the AV-Cisco TSP, and Cisco CallManager—including combinations qualified since the release of Cisco Unity version 3.0(3)—refer to the "Supported Product Combinations for Cisco Unity, Cisco CallManager, and the AV-Cisco TSP" section in Cisco Unity System Requirements, and Supported Hardware and Software on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/index.htm.

Determining the Software Version

To determine the Cisco Unity version in use

Step 1 Browse to the CommServer directory.

Step 2 Right-click the AvCsMgr.exe file, and click Properties.

Step 3 In the Properties window, click the Version tab.

Step 4 In the Item Name list, click Product Version. The Cisco Unity version number is displayed in the Value window.

To determine the AV-Cisco TSP version in use

Step 1 Browse to the WinNT\System32 directory.

Step 2 Right-click the Avskinny.tsp file, and click Properties.

Step 3 In the Properties window, click the Version tab. The AV-Cisco TSP version number is displayed in the File Version setting.

To determine the RealSpeak version in use

Step 1 Browse to the CommServer\RealSpeak\Api\Lib directory.

Step 2 Right-click the file Lhstts.dll, and click Properties.

Step 3 Click the Version tab.

Step 4 In the Items list, click Product Version. The DLL version is displayed in the Value window and corresponds to the following RealSpeak versions:

–2.1.0.0 = RealSpeak version 2.0(1)

–2.11.0.0 = RealSpeak version 2.1(1)

–2.12.0.0 = RealSpeak version 3.0(0)

–2.13.0.0 = RealSpeak version 3.0(1)

Upgrading to Cisco Unity Version 3.0(3) from Version 3.0(2) or 3.0(1)

Use a computer with a high-speed Internet connection to download the self-extracting patch file for Cisco Unity version 3.0(3) from the Software Center website.

To upgrade to version 3.0(3), you update the Cisco Unity version 3.0(2) or 3.0(1) compact disc images with the Cspatch executable file. You can then make new compact discs to install the upgrade or install directly from updated disc images on the Cisco Unity server.

If you plan to make new compact discs, use a computer with a read/write CD-ROM drive to do the following two procedures. Otherwise, do them on the Cisco Unity server.

Caution Diagnostic traces that were set before an upgrade are not preserved and must be reset after the upgrade. Dialogic quiet parameters are preserved in an upgrade only if the voice card software is not reinstalled during the Cisco Unity Setup program. If the Install Voice Card Software check box is checked during Setup, quiet parameters will be lost and must be reset after the upgrade.

Step 4 In WinZip, specify a directory to which the files will be extracted. Within the directory you specify, files are extracted to the directory CiscoUnity3.0.3PatchFrom3.0.2 or CiscoUnity3.0.3PatchFrom3.0.1, with subdirectories CD1, CD2, CD3, CD4, and CD5.

To upgrade to Cisco Unity version 3.0(3) from version 3.0(2) or 3.0(1)

Step 1 Go to a partition that has at least 2.5 GB of free disk space.

Step 2 On the partition, create a CiscoUnity3.0.2 or CiscoUnity3.0.1 directory and the subdirectories CD1, CD2, CD3, CD4, and CD5.

Step 3 Copy Cisco Unity 3.0(2) or 3.0(1) Discs 1 through 5 to the corresponding subdirectories. Each 3.0(2) or 3.0(1) disc image must be in its own directory.

Step 4 In the CiscoUnity3.0.3PatchFrom3.0.2 or CiscoUnity3.0.3PatchFrom3.0.1 directory, browse to a CD<N> subdirectory, and double-click Cspatch.exe.

Step 5 In the Patch window, choose the language in which you want to see the Cspatch.exe information.

Step 6 Follow the on-screen prompts. You will be prompted to browse to the subdirectories that you created in Step 2 for each CD. The patch may take several minutes. When you see the message "The patch succeeded," continue with Step 7.

If the patch process fails or is canceled, the 3.0(2) or 3.0(1) Cisco Unity Disc <N> image that you made in Step 3 is restored to its original state. Correct any problems, and begin again with Step 4.

Step 7 If you plan to install the 3.0(3) upgrade from new compact discs, create a 3.0(3) Cisco Unity Disc <N> with the updated image.

Step 8 Repeat Steps 4 through 7 for each of the remaining four Cisco Unity 3.0(2) or 3.0(1) disc images. All five Cisco Unity 3.0(2) or 3.0(1) disc images must be updated before continuing with the next step.

Step 10 If you created new compact discs, insert the 3.0(3) Cisco Unity Disc 1 in the CD-ROM drive.

Otherwise, browse to the location of the updated Cisco Unity Disc 1 image.

Step 11 Browse to the CD1 subdirectory, and double-click Setup.exe.

Step 12 Refer to the "Installing Cisco Unity Software" section in the "Installing a Cisco Unity System" chapter of the Cisco Unity Installation Guide: Do Steps 4 through 16 of the procedure "To run Cisco Unity Setup". Note that Step 5 also applies to upgrades from version 3.0(2) or 3.0(1) to 3.0(3).

New and Changed Support

New and Changed Support—Release 3.0(3)

AMIS Support

An upgrade from Cisco Unity version 3.0(x) to 3.1(2) will require reinstalling the AMIS feature, as we have included comprehensive improvements to AMIS functionality in version 3.1(2). We recommend that you wait until the release of Cisco Unity 3.1(2) for optimum AMIS functionality.

Cisco Unity Documentation Available in French and German on Cisco.com

Optional Service Packs Qualified for Use with Cisco Unity

The following Microsoft service packs have been qualified for optional use:

•Exchange 2000 Service Pack 1, whether you have Exchange 2000 installed on the Cisco Unity server or are connecting to Exchange 2000 on another server. Available on the Microsoft Exchange Server website. The service pack is supported for use with Cisco Unity version 3.0(3) and later.

•Internet Explorer 5.5 Service Pack 2, available on the Downloads page of the Microsoft Internet Explorer website. The service pack is supported for use with Cisco Unity version 3.0(1) and later.

RealSpeak Version 3.0

The L&H RealSpeak version 3.0 text-to-speech (TTS) base engine is included in Cisco Unity version 3.0(3). The new engine contains a fix for caveat number CSCdv17812. See the "Resolved Caveats—Release 3.0(3)" section for more information.

SQL Server 2000 Service Pack 1 Required

Microsoft SQL Server 2000 Service Pack 1 is required with Cisco Unity version 3.0(3). The service pack is available in the Downloads section of the Microsoft SQL Server website.

Cisco Unity systems with MSDE

SQL Server 2000 Service Pack 1 contains three components. For Cisco Unity systems that use Microsoft SQL Server Desktop Engine (MSDE), download only the "Desktop Engine (MSDE)" component of the service pack.

TOPCALL Fax

All versions of the TOPCALL third-party fax product are supported with Cisco Unity version 3.0(3) and later.

Virus Scanning Software Qualified for Use with Cisco Unity

The following virus scanning software has been qualified for use with Cisco Unity version 3.0(3) and later:

Step 2 In the right pane, double-click each of the following services, and on the General tab, click Stop, then click Disabled in the Startup Type list, and click OK:

•Network Associates Alert Manager

•Network Associates McShield

•Network Associates Task Manager

Step 3 Close the Services MMC.

With McAfee NetShield installed on the Cisco Unity server, you need to re-enable the virus scan services after you have finished running Cisco Unity Setup. You also need to exclude several directories from scanning so the Cisco Unity Administrator and the ActiveAssistant work correctly.

New and Changed Support—Release 3.0(2)

If software is lost or a compact disc gets broken, the five full compact disc images for Cisco Unity 3.0(2) are available for download on the Software Center website at http://www.cisco.com/cgi-bin/tablebuild.pl/unity. The disc images contain only Cisco Unity. They do not contain any third-party software. The third-party software and an activation code (which is provided through the regular upgrade order process) are required to do an upgrade.

Dual NICs

Cisco Unity is qualified for dual network interface cards (NIC) configured in adaptive fault-tolerant mode. The recommended configuration is one NIC designated as primary and the other as secondary, with a single IP address (the NICs do not have individual IP addresses) and both cards connected to the same network. This configuration utilizes currently supported hardware.

Exchange 2000 Enterprise Server

Microsoft Exchange 2000 Enterprise Server is supported on the Cisco Unity server, for a U.S. English system only.

Service Packs Qualified for Use with Cisco Unity

The following Microsoft Service Packs have been qualified for use with Cisco Unity version 3.0(2):

•Microsoft SQL Server 2000 Service Pack 1, available on the Downloads page of the Microsoft SQL Server website.

•Microsoft Data Access Components (MDAC) 2.6 Service Pack 1, available on the MDAC 2.6 Service Pack 1 Downloads page of the Microsoft website. (The service pack contains the same version of the MDAC components that are installed by SQL Server 2000 Service Pack 1.)

Additional RealSpeak TTS languages

RealSpeak text-to-speech (TTS) engines have been qualified for use with Cisco Unity for U.S. English, French, German, Spanish, and U.K. English.

To use TTS languages, your organization must have purchased text-to-speech e-mail licenses and installed the applicable languages. Refer to the "Installing Languages" section in the "Multiple Languages" chapter of the Cisco Unity System Administration Guide for information about customizing language settings for individual Cisco Unity components. The Cisco Unity System Administration Guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/sag/index.htm.

Typically, any phone language that you install can also be used as the TTS language with the following exceptions:

•If you install Australian or New Zealand English during Cisco Unity Setup, you also need to install U.S. English to serve as the default TTS language.

•If you install Colombian Spanish during Cisco Unity Setup, you also need to install European Spanish to serve as the default TTS language.

Multiple Extensions

Cisco Unity allows multiple IDs to be associated with each subscriber, supporting multiple line appearances and phone numbers that vary in length at different locations.

Simultaneous TTS sessions

Up to six concurrent sessions of either RealSpeak or TTS3000 are supported on a 48-port system.

Users Homed on an Exchange 2000 Cluster

Supported Cisco Unity configurations include users homed on an Exchange 2000 cluster. While this does not provide failover, it does protect Cisco Unity from Exchange failures, which helps increase the reliability and availability of the overall system.

At this time, Cisco Unity cannot be installed inside an Exchange 2000 cluster, and Exchange 5.5 clustering is not supported.

New and Changed Functionality

New and Changed Functionality—Release 3.0(3)

Cisco Unity Import Utility

Cisco Unity Version 3.0(x) G.729a Prompts

Several of the Cisco Unity 3.0(x) G.729a prompts have been updated, and a new prompt has been added. The revised G.729a prompts are available in all supported languages on the Software Center website at http://www.cisco.com/cgi-bin/tablebuild.pl/unity. Download the applicable G.729a prompts file(s) dated November 2001.

Cisco Unity 3.0(3) systems with the G.729a codec must use the revised Cisco Unity 3.0(x) G.729a prompts. The revised prompts also are supported on Cisco Unity 3.0(2) and 3.0(1) systems with the G.729a codec.

New and Changed Functionality—Release 3.0(2)

Cisco Unity Version 3.0(x) G.729a Prompts

G.711 system prompts—for use with the G.711 codec—are the default system prompts for Cisco Unity. For systems using the G.729a codec, Cisco Unity G.729a system prompts can be downloaded from the Software Center website at http://www.cisco.com/cgi-bin/tablebuild.pl/unity. G.729a system prompts are available in all supported languages.

No Limit on Private List Membership

New and Changed Functionality—Release 3.0(1)

Additional Cisco Branding

Cisco Unity branding is more consistent with other Cisco products.

Automated Attendant and Directory Assistance Transfers

Transfers from the automated attendant and directory assistance have been enhanced for configurations where two or more Cisco Unity servers are connected to a single, corporate-wide directory in which the Cisco Unity servers are integrated with a networked phone system.

By adding the Cisco Unity servers to a dialing domain, callers who reach the opening greeting of your organization can dial the extension of any subscriber or look up any subscriber in directory assistance; the call is transferred regardless of which Cisco Unity server in the dialing domain the subscriber is associated with. However, in some cases, call transfer settings will be unavailable.

Event Notification Utility

The Cisco Unity Event Notification utility is enabled by default.

Exchange 2000 Connector

Cisco Unity uses Exchange 2000 Server as the backbone of its digital networking, message storage, and corporate directory. This includes the Active Directory connector to synchronize directory information with the SQL database.

Exchange 2000 is the default shipping platform; however, customers have the option to order systems with either Exchange 2000 or Exchange Server 5.5.

Exchange 5.5 Connector

The Exchange 5.5 connector provides a synchronization mechanism between the SQL database and the Exchange 5.5 directory. Adds, moves, and changes are replicated between Cisco Unity and the Exchange directory, allowing single administration of users.

Exchange 2000 and Exchange 5.5 Circular Logging

Circular logging is off by default in Exchange 2000, and it is on by default in Exchange 5.5.

When circular logging is on, the disk drive does not fill up with logs. However, once the log cycles, changes that were overwritten cannot be recovered.

When circular logging is off, better disaster recovery is possible, if managed correctly. However, if the Exchange information is not periodically backed up, the logs will continue to grow until the disk drive is full. A full disk drive can cause serious system performance problems.

For more information, refer to the article "XADM: How Circular Logging Affects the Use of Transaction Logs" (article ID Q147524) on the Microsoft Product Support Services website.

Extension Remapping

Cisco Unity provides the ability to convert the calling numbers and forwarding numbers of calls that it handles to the extensions of your choice. The feature is useful when the phone system cannot map multiple extension numbers on a subscriber phone to a single Inbox. The feature is qualified for supported Cisco CallManager, NEC, Avaya, and Nortel integrations.

For information, refer to the appendix "Remapping Extension Numbers" in the Cisco Unity integration guide for your phone system.

Generate Reports from Persistent Database

The first phase of the reports re-architecture contains performance improvements that allow Cisco Unity to provide two types of reports:

Log-based

Data included in log-based reports reflects the activity of a particular Cisco Unity entity or event over a period of time. Cisco Unity automatically gathers and stores data that is used in log-based reports every 30 minutes. You specify how long Cisco Unity stores the data in the Cleanup Interval for Logger Data Files field on the System > Configuration > Settings page in the Cisco Unity Administrator. For example, if you set the field to 3, a log-based report will reflect activity for the last three days, even if you specified more than three days in the time range for the report.

Snapshot

Data included in snapshot reports reflects the status of a particular Cisco Unity entity at the time you generate a report. You do not specify a time range for a snapshot report. For large systems, snapshot reports may take a significant amount of time to generate.

Installer Account

You may install Cisco Unity by using any account with the applicable Windows and Exchange rights and permissions. When the installation process is complete, the account that you used to install Cisco Unity is automatically given proper security rights to access the Cisco Unity Administrator. The purpose of the installer access rights is to allow you to create new Cisco Unity subscribers for initial setup, including subscribers who will administer Cisco Unity. See the "Choosing the Windows Account Used for Installing Cisco Unity" section.

Location Addressing Option Settings

The Location Addressing Option settings in the Cisco Unity Administrator allow you to select the scope of the search performed when Cisco Unity looks for a matching subscriber or presents a list of subscribers, as in the following situations:

•When a subscriber uses the phone to address a message by number or by spelled name.

•When a subscriber uses the phone or the ActiveAssistant to change the members of a private list.

•When an administrator uses the Cisco Unity Administrator to change the members of a private list or a public distribution list.

MIU Factoring

This architectural change allows Cisco Unity to be extended to other call-control protocols in the future, such as SIP and H.323. MIU factoring also provides more rapid response time for IP and traditional phone system integrations.

Performance Enhancements

Pre-MTA Queue

This change allows Cisco Unity to take voice messages while the e-mail system or network is off line. It also allows subscribers basic access to their voice messages while the e-mail system is off line.

Process Factoring

With some exceptions, Cisco Unity has been a single process with multiple threads. Failure in any area required a restart of the entire application. Process factoring begins the effort to allow Cisco Unity to run as a coherent collection of processes, each of which can be maintained separately.

With the Cisco Unity 3.0(1) release, each process has its own LogMgr and writes its own diagnostic log file. MaestroTools continues to provide direction for all logging, including instructions to each instance of LogMgr to cycle logs when the logs exceed their allowed size.

SQL Database Directory Synchronization

Cisco Unity directory information is synchronized with the existing Active Directory or Exchange 5.5 directory by using Cisco Unity connectors. Cisco Unity supports a Global Address List (GAL) of 100,000 users while maintaining current performance levels of the telephone user interface (TUI) in a networked configuration. This allows installations where the GAL is very large and Cisco Unity subscribers are a subset of the GAL.

TrimDisconnectTonesOnRecording Setting

The TrimDisconnectTonesOnRecording setting is located in the [Configuration] section of the phone system configuration .ini file.

TrimDisconnectTonesOnRecordings is set to 1 TRUE by default for all Mitel and Nortel integrations, and to 0 (zero) FALSE by default for all other configurations. Setting TrimDisconnectTonesOnRecordings to 1 causes it to be TRUE, and trimming occurs. This also requires a valid Switch Disconnect Tone in the phone system configuration .ini file.

If a Cisco Unity system has been upgraded from an earlier version and is using an older phone system configuration .ini file, the TrimDisconnectTonesOnRecordings setting may need to be added manually. In the Mitel and Nortel phone system configuration files, the definitions for Switch Disconnect Tone and CO Disconnect Tone are predefined.

Refer to the Cisco Unity integration guide for your phone system for the applicable settings.

Voice Networking and Dialing Plans

Cisco Unity provides dialing domains and alternate extensions, which are primarily useful in organizations with two or more Cisco Unity servers connected to a single, corporate-wide directory. With these enhancements, the number that a subscriber dials when addressing a message to a subscriber associated with another Cisco Unity server is the same number the subscriber uses when calling. For information, refer to the "With a Single Directory" section in the "Digital Networking" chapter of the Cisco Unity System Administration Guide.

Alternate extensions also have other purposes beyond their use in Digital Networking, such as handling multiple line appearances on subscriber phones. For information, refer to the "Subscriber Alternate Extension Settings" section in the "Subscriber Settings" chapter of the Cisco Unity System Administration Guide.

Installation Notes

Choosing the Windows Account Used for Installing Cisco Unity

The local system account owns most Cisco Unity services. The Windows account with which you log on to install Cisco Unity owns the rest. Changing the owner or the password for each of the Cisco Unity services is time consuming, so choose an account that you do not intend to change regularly. You may even want to create an account whose sole purpose is to be the owner of the Cisco Unity services.

The following table lists Cisco Unity services and the account that owns each.

Table 2 Cisco Unity Services and Owner Accounts

Service

Owner Account

AvCsMgr

Local system account

AvCsGateway

Local system account

AvDirChangeWriter

Local system account

AvDSAD (Exchange 2000 only)

The account used to install Cisco Unity

AVDSEx55 (Exchange 5.5 only)

The account used to install Cisco Unity

AvDSGlobalCatalog

The account used to install Cisco Unity

AvGaenSvr

Local system account

AvRepDirSvrSvc

Local system account

AvUMRSyncSvr

Local system account

Cisco Unity Setup creates a number of Cisco Unity objects in Active Directory and in Exchange, so the account with which you log on must have proper security access to perform the necessary operations.

You can use the same account to install Cisco Unity as you use to install Exchange on the Cisco Unity server.

If you are installing more than one Cisco Unity server in a site, you can use the same account to install Cisco Unity software on all of them.

Active Directory Permissions Required

The account with which you log on to Windows must:

•Be a member of the Local Administrators group on the Cisco Unity server.

•Have read permissions at the domain container level in each domain, if the Cisco Unity server will service more than one domain. (If the account is a member of the Enterprise Admins group, this permission is unnecessary.)

User Rights Required

The account with which you log on to Windows to connect to the directory must:

•Have the right to act as part of the operating system.

•Have the right to log on as a service.

In general, grant these rights by using the local security policy. These rights must be the effective rights, so if the domain group policy is in use, you may need to grant them in the domain group policy instead.

If the Cisco Unity server is also the domain controller, grant these rights by using the domain controller group policy.

•The account must have Full Exchange Administrator rights at the organization level. Delegate control by using the Exchange System Manager.

•Add the Cisco Unity server to the Exchange Domain Servers group in the domain in which the Cisco Unity server is being installed. This gives the Cisco Unity server permission to act as an Exchange server.

If you installed Exchange on the Cisco Unity server and used the same account that you used to install Exchange on other servers, the account already has this permission.

•If you installed Exchange on the Cisco Unity server by using a different account than you used to install Exchange on other servers, confirm that the account has Service Account Admin permissions for the site and the configuration container into which Cisco Unity is being installed. Add the permissions from an Exchange server in the site that the Cisco Unity server will be joining.

•During installation, the account can be a member of the Domain Admins group. Domain Admin rights ensure that Cisco Unity Setup can create default users during installation.

To accommodate customers' security concerns, this permission is no longer strictly required. Without the permission, you cannot use the Cisco Unity Administrator to create Cisco Unity subscribers and, therefore, Exchange mailboxes and Windows accounts. However, you can add Internet subscribers from Cisco Unity (which do not require Exchange mailboxes or Windows accounts), and you can still import subscribers from Exchange.

Caution If the account used to install Cisco Unity is not a member of the Domain Admins group, you cannot create subscriber accounts by using the Cisco Unity Administrator. Instead, you must import subscribers from Exchange or from a comma-delimited text file.

•The account must have Exchange 2000 Full Exchange Administrator rights at the organization level. Delegate control by using the Exchange System Manager.

•If the Cisco Unity server will service more than one domain, the account must have read permissions at the domain container level in each domain.

If you want both Exchange 2000 and Exchange 5.5 users to be Cisco Unity subscribers:

•Grant Service Account Admin permissions to the Exchange Domain Servers group for the Exchange 5.5 site and configuration containers.

•If the Cisco Unity server is not already in the Exchange Domain Servers group in the domain in which the Cisco Unity server is installed, add it to that group. This gives the Cisco Unity server permission to act as an Exchange server.

Active Directory Permissions Required If the Account Is Not a Member of the Enterprise Administrators Group

If you prefer that the account used to connect to the directory have the minimum permissions possible (instead of being a member of the Enterprise Administrators group), grant the account the following permissions:

•In the domain container that contains the Cisco Unity server, do one of the following:

–Using another account, at the root of the domain, create a container named Unity. Within the Unity container, create a container named Locations. Use ADSI Edit.

•If you created Unity and Locations containers manually, in the Locations container, grant the account permission to create, read, and write the object CiscoECSBUUMLocation. (If this object does not exist, you have not updated the Active Directory schema.) Use Active Directory Users and Computers.

•By default, Cisco Unity subscribers and distribution groups (also known as distribution lists) are created in the Active Directory Users container. If you want to use this folder for subscribers and distribution lists, grant the account permissions to create, read, and write the User and Group objects in that container. Use Active Directory Users and Computers.

If you created custom organizational units or you want to choose another location for subscribers, distribution lists, or both, grant the account the same permissions in the custom organization units.

Problems Setting Up the Internet Voice Connector for Exchange 2000

While setting up the Internet Voice Connector for Exchange 2000, you may encounter the following problems after running the Internet Voice Connector installation program:

•As you create an instance of the Internet Voice Connector in Exchange System Manager, "Exchange 2000 Voice Gateway" does not exist as a choice when you right-click Connectors and choose New.

•As you create an address space for the Exchange 2000 Voice Gateway in Exchange System Manager, when you right-click the Voice Gateway instance and select Properties, the error message "Snap-in designer runtime error: 0x800A0153" is displayed.

A possible cause for both problems is that the Internet Voice Connector installation program failed to register the dynamic-link libraries (DLLs) and ActiveX controls in the registry that are needed to set up the Exchange 2000 Voice Gateway.

Run <Exchange Dir>\VoiceGateway\bin\other\registerAll.bat to register the DLLs and ActiveX controls.

Installing an External Modem on a Cisco MCS-7835

Do the following procedure for a Cisco Unity system installed on a Cisco MCS-7835. An external modem requires a serial port connection. U.S. Robotics modems are recommended.

To install an external modem on a Cisco MCS-7835

Step 1 Exit the Cisco Unity software, if it is running, and shut down the server.

Step 2 Connect the modem to an available COM port on the Cisco Unity server.

Step 3 Connect a phone line from the Telco phone jack on the modem to a public phone line.

Step 4 Plug the modem's power connector into a wall outlet, and turn on the modem.

Step 5 Turn on the Cisco Unity server.

Step 6 Follow the manufacturer instructions to configure the modem. Include the following values:

Auto Answer

First ring

Carrier Detect

Normal

Data Terminal Ready

Normal

Step 7 When you are finished configuring the modem, confirm that the LED status indicators for the following functions are lit: Auto Answer, Clear to Send, and Data Terminal Ready.

Limitations and Restrictions

Multiple Cisco Unity Servers Integrated with a Networked Phone System

The following limitations exist when more than one Cisco Unity server is integrated with a networked phone system. (On a networked phone system, subscribers can dial an extension rather than a full phone number when they call someone who is at another location on the phone network.)

Automated attendant transfers to networked Cisco Unity servers

When setting up Digital Networking to work with a single, corporate-wide directory and networked phone system, the default settings for the automated attendant allow transfers only to subscribers associated with the local Cisco Unity server.

When calls are transferred from the automated attendant or directory assistance to subscribers not associated with the local server, the transfers are automatically handled by the phone system (release to switch)—rather than by Cisco Unity (supervised transfer)—even if these subscribers are set up for supervised transfers. Call screening, call holding, and announce features are not available on these calls.

For information, refer to the following sections in the Cisco Unity System Administration Guide: "With a Single Directory" in the "Digital Networking" chapter, and "Directory Handler Search Options Settings" in the "Directory Handler Settings" chapter.

Subscriber ID unavailable

When a subscriber calls another subscriber who is associated with a different Cisco Unity server, and if the call is forwarded to voice mail, Cisco Unity cannot identify who left the message. Instead, the message is handled as though it came from an unidentified caller.

Windows Terminal Services

For information, refer to the Technical Tips website at http://www.cisco.com/warp/customer/788/AVVID/vmum.shtml.

Open Caveats—Release 3.0(3)

When attempting to import a subscriber Exchange record that contains quotation marks by using AvImport or Cisco Unity Administrator Import via Exchange, the Cisco Unity Administrator Subscriber Profile fields are not populated.

Workaround

Remove the quotation marks from the subscriber Exchange record, and reimport it.

CSCae08096

The fail-safe prompt "The system is not available to process your call, please try again later" is heard when Cisco Unity is called, and an AvPhraseServer_MC error is logged in the Application event log.

This problem has been seen in Cisco Unity versions 2.4(6) and 3.0(1), and is due to AvPhraseServerSvr.dll not being registered properly.

Workaround

1. At a command prompt, go to the CommServer\Components directory.

2. Enter Regsvr32 AvPhraseServerSvr.dll and press Enter.

CSCdu26009

Using the directory handler to search for a subscriber whose last name begins with A, B, or C results in the fail-safe conversation when the Example Administrator is listed in the subscriber directory. When the Example Administrator is the first match on the directory handler search, the fail-safe conversation is heard immediately.

Workaround

Do not list the Example Administrator in the subscriber directory.

CSCdu71673

Subscribers are prompted to change their password each time they log on to Cisco Unity, even if their password was recently changed.

Workaround

Change the password in ActiveAssistant, or reset the subscriber password in the Cisco Unity Administrator and set the password to Never expire.

CSCdu74580

In the Cisco Unity Administrator, on the Subscribers > Account Policy > Phone Password Restrictions page, the Number of Passwords to Remember option under Phone Password Uniqueness does not work. Cisco Unity will not recall the last password used, so the same password can be used repeatedly.

There is no workaround.

CSCdv00319

The Modify Private List dialog box is missing Next and Previous buttons for subscriber Private List pages when they are sorted by display name.

Workaround

Sort the list by criteria other than display name.

CSCdv16990

In the Cisco Unity Administrator, on the Call Transfer page, the option Yes, Ring Subscriber's Extension under Transfer Incoming Calls to Subscriber's Phone is added to new subscriber records as Yes, Ring Subscriber at This Number.

There is no workaround.

CSCdv41443

MWI lamp remains on after messages are heard.

When Cisco Unity goes off-line, and new messages are left for a subscriber, the MWI is lit. The subscriber listens to messages in ViewMail for Microsoft Outlook. When Cisco Unity comes back online, the MWI is still lit even though there are no new messages.

Workaround

Force an MWI resync from the Cisco Unity Administrator Switch page. This may not resync MWIs for all subscribers in this case.

CSCdv47306

Cisco Unity stops delivering outbound AMIS messages when the voice messaging port that is attempting the AMIS delivery is reset through the Status Monitor.

There is no workaround.

Note An upgrade from Cisco Unity version 3.0(x) to 3.1(2) will require reinstalling the AMIS feature, as we have included comprehensive improvements to AMIS functionality in version 3.1(2). We recommend that you wait until the release of Cisco Unity 3.1(2) for optimum AMIS functionality.

CSCdv57693

Cannot successfully install the USB key driver for the USB system key. Errors may be:

•When running the USB key driver setup program separately from Cisco Unity Disc 1, the error message "There is already a newer version of this driver installed" is displayed.

The problem occurs on a Cisco Unity baseline system if you are running Cisco Unity Setup under an account other than the default account under which the operating system was installed (Administrator in a workgroup).

Workaround

1. Rename the Rainbow folder.

2. Remove the USB system key from Device Manager.

3. Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing registry key settings, contact Cisco TAC.

4. If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

UMR fails to submit messages after an Exchange outage. The Event log error states that the submit method failed. When this condition happens, AvUMRSyncSvr leaks memory.

Workaround

Restart the Cisco Unity server.

CSCdv65543

When there is no Private Mailbox store with the name Mailbox Store, then the Exchange 2000 Voice Gateway cannot be installed. This happens on Exchange 2000 servers that have been upgraded from Exchange 5.5.

4. After you have created and configured the Exchange 2000 Voice Gateway, you can rename the Mailbox Store.

CSCdv66725

During the Cisco Unity Configuration Setup program, the error "The Cisco Unity System Profile could not be created" appears. The problem occurs when Cisco Unity is installed with off-box Exchange 2000.

Workaround

Install the Exchange System Manager on the Cisco Unity server and rerun the Configuration Setup program.

CSCdv67880

AMIS Voice Gateway installation fails with the error message "The dynamic link library MSVCP60.dll could not be found in the specified path c:\exchsrvr\connect\voice\bin; c:\winnt\system32; c:\winnt\system; c:\winnt; c:\winnt\system32; c:\winnt; c:\winnt\system32\wbem." This occurs in Cisco Unity version 3.0(x) when the AMIS Voice Gateway is being installed on an Exchange 5.5 server that does not have Cisco Unity on it.

There is no workaround.

Note An upgrade from Cisco Unity version 3.0(x) to 3.1(2) will require reinstalling the AMIS feature, as we have included comprehensive improvements to AMIS functionality in version 3.1(2). We recommend that you wait until the release of Cisco Unity 3.1(2) for optimum AMIS functionality.

CSCdv67899

On a new Cisco Unity system, the class of service for the default subscriber is set to add ViewMail for all subscribers. Subscribers cannot be added if the customer did not purchase any ViewMail seats. An error message appears, stating that not enough licenses are available.

Workaround

Remove ViewMail from the default subscriber class of service.

CSCdv69312

The value in the MWI Extension field disappears when saving subscriber messaging settings. This appears to be a cosmetic bug.

Workaround

1. Click Add under where the MWI Extension field is supposed to be. This brings back the original field and a new blank field.

2. Check the blank field check box, and click Delete.

3. Enter X in the first MWI Extension field to get the MWI working again.

CSCdv74346

Cisco Unity 2.4(6) to 3.0 Migration Import utility does not attach Cisco Unity accounts to existing Exchange accounts. Instead, new Exchange mailboxes are created in the Recipients directory. This occurs when existing Exchange 5.5 accounts are homed in a subdirectory of the Recipients directory.

There is no workaround.

CSCdv78097

Dial tone is recorded as a message when caller hangs up during subscriber greeting (analog integrations only).

There is no workaround.

CSCdw06277

When an alternate extension ID is called directly and the extension forwards to voice mail, the opening greeting plays rather than the greeting of the subscriber who owns the alternate extension ID.

There is no workaround.

CSCdw12707

When using an Ericsson serial integration with Unity 3.0(3), all incoming serial packets are invalid packets, even though the phone system has been programmed correctly. The IntegrationMonitor.exe shows outgoing serial packets preceded with =0.

Workaround

Edit AvEric.avd in the directory CommServer\Intlib, and insert a comma at the end of every incoming and outgoing packet definition. Incoming packet definitions are located in the InputMessages section, and outgoing packet definitions are located in the OutputMessages section.

Resolved Caveats—Release 3.0(3)

Table 4 Cisco Unity Release 3.0(3) Resolved Caveats

Caveat Number

Description

CSCae05929

Subscribers cannot listen to some new voice messages after the system clock has been updated.

CSCae08063

When loading the Microsoft Outlook "Outlook Today" view, the following error message appears: "The add in C:\Program Files\Viewmail\TFXEXT32.DLL could not be installed or loaded."

CSCdu61260

The Inetinfo service leaks memory and fails under load test.

CSCdu73776

Cisco Unity fails to log in to mailboxes after Exchange has been down for a while.

Cisco Unity fails to start after removing the Exchange 5.5 connector and replacing it with the Exchange 2000 connector. This occurred on Cisco Unity systems without Exchange installed on the Cisco Unity server, when Cisco Unity was disconnected from an off-box Exchange 5.5 server and reconnected to an off-box Exchange 2000 server.

CSCdv10850

In an environment that has Windows NT and Windows 2000 domains, Cisco Unity subscribers who authenticate through their Windows NT domain are unable to access their ActiveAssistant pages or use ViewMail.

CSCdv13114

Node ID is not saved when entered in the Cisco Unity Administrator.

CSCdv17812

RealSpeak corrupts the c-runtime heap at unknown times. Because the c-runtime heap is used by AvCsMgr.exe, corruption can cause unpredictable results in Cisco Unity.

CSCdv20501

Cisco Unity does not start when the password for Unity_<Server Name> has expired.

The Cisco Unity Administrator Server Name list always reverts to the first name in the list.

CSCdv34161

Subscriber hears fail-safe conversation when accessing Cisco Unity before the Recipient Update Service has run. This applies only to systems with Exchange 2000 Service Pack 1 installed.

CSCdv35072

Conversation slows down.

CSCdv57174

AMIS dialouts work only on phone system 0 in a dual phone system integration.

Note An upgrade from Cisco Unity version 3.0(x) to 3.1(2) will require reinstalling the AMIS feature, as we have included comprehensive improvements to AMIS functionality in version 3.1(2). We recommend that you wait until the release of Cisco Unity 3.1(2) for optimum AMIS functionality.

CSCdv61489

Initializing an instance of CAvTimeZone leaks a registry key handle to all time-zone keys found in Software\Microsoft\Windows NT\CurrentVersion\Time Zones.

CSCdv64428

When using Exchange 5.5, a search for users to import by using the Cisco Unity Administrator returns only one user.

CSCdv64780

After upgrading a Cisco Unity 3.0 system, the Cisco Unity Administrator does not display any Exchange servers or domain names, making it impossible to import any users or personal distribution lists.

CSCdv67847

AMIS messages never reach the UAMIS_<Servername> mailbox and seem to disappear. This has been seen with Cisco Unity version 3.0(2) and later on systems where the Voice Gateway is installed on an Exchange server that is not a Cisco Unity server.

Note An upgrade from Cisco Unity version 3.0(x) to 3.1(2) will require reinstalling the AMIS feature, as we have included comprehensive improvements to AMIS functionality in version 3.1(2). We recommend that you wait until the release of Cisco Unity 3.1(2) for optimum AMIS functionality.

CSCdv76940

When Exchange 5.5 IDC clients ask for a list of servers, the IDC searches the entire Exchange 5.5 organization.

CSCdv82145

AvCsMgr memory leak during 45-session ActiveAssistant load test.

Resolved Caveats—Release 3.0(2)

Table 5 Cisco Unity Release 3.0(2) Resolved Caveats

Caveat Number

Description

CSCdu15980

CSCdu69931

The fail-safe conversation is heard after a subscriber calls into Cisco Unity to check messages. The event log error is: HrGetServerDn method is failing.

CSCdu20085

Exiting the software by using the Cisco Unity icon in the status area of the taskbar does not always stop all Cisco Unity services.

CSCdu61308

AvDSAD service leaks memory when under heavy load test.

CSCdu66683

Private lists are limited to 25 members.

The 25-member limit was imposed due to size constraints in Exchange 5.5. Because the private lists are now in SQL, there is no need to impose the limit.

CSCdu67727

When a message of type VOICE is created from Outlook by addressing a ViewMail message to [VOICE:(address)] and it is submitted to the Exchange 2000 voice gateway, the message gets stuck in the MTS-OUT queue.

CSCdu75854

Running Configuration Setup once successfully, then running it again and selecting different containers in which to create users causes problems.

In follow-up testing, the problem was seen only when an entirely different domain for the users was selected. This caused creation of users by using the Cisco Unity Administrator (and likely the CSV Import) to fail.

CSCdu86602

The Cisco Unity Administrator Import window Alias search does not actually search on Alias. It appears to search on the User Name field.

CSCdu86905

Exchange 5.5 users hear the fail-safe conversation when they log on to Cisco Unity by using the telephone user interface (TUI).

This happens when a one-way connection agreement is used to replicate Exchange information from Exchange 5.5 to Windows 2000.

CSCdv04296

Cisco Unity loses access to SQL under a heavy load on a large-port system, or after importing a large database into Cisco Unity 3.0 running on Exchange 2000, then adding a subscriber by using the Cisco Unity Administrator.

Apply Microsoft Data Access Components 2.6 Service Pack 1 to the Cisco Unity server. The service pack is available on the MDAC 2.6 Service Pack 1 Downloads page of the Microsoft website. (The service pack contains the same version of the MDAC components that are installed by SQL Server 2000 Service Pack 1.)

CSCdv05390

In a mixed messaging environment, Exchange 5.5 users hear the fail-safe conversation when they use the TUI to access their messages. This problem happens when a one-way connection agreement from Exchange 5.5 to Windows 2000 is used in Active Directory Connector (ADC) to synchronize Exchange 5.5 directory and Active Directory.

To activate the fix

Do this procedure on a Cisco Unity system version 3.0(2) or later.

1. Create a mailbox for the Cisco Unity System Profile in the Exchange 5.5 directory by using the Exchange 5.5 Administrator. There is no need to associate the mailbox with a Windows account.

2. ADC will replicate the mailbox created in Step 1 to the Active Directory as a disabled account.

3. Enable the account created in Step 2 in Active Directory, reset the password, and move the mailbox to the Exchange 2000 server that was chosen when Cisco Unity was connected to the directory (Configuration Setup) during installation.

4. Make the account a member of the Administrators Group and the Exchange Domain Servers Group in the Active Directory.

5. Make the account a Service Account Admin at the site and configuration levels in Exchange 5.5 by using the Exchange 5.5 Administrator.

6. Make the account a member of the Administrators group on the Cisco Unity server.

7. Make the account the Run As account for the AvCsGateway, AvCsMgr, AvGaenSvr, and AvUMRSynchSvr services. (Continued)

8. Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

9. If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

10. Expand the key

HKEY_LOCAL_MACHINE\Software\Active Voice\MALEx\1.0.

11. Modify the values of the following keys:

DisplayName—Set to the display name of the account that was replicated to Active Directory.

ServerName—Set to the name of the Exchange 2000 server on which the account mailbox resides.

MailboxDn—Set to the legachExchangeDn (Exchange 5.5 style distinguished name) of the account mailbox, in the format /O=<Org>/OU=<Site>/CN=Recipients/CN=<Alias>.

12. Restart the Cisco Unity server.

CSCdv06985

AvCsServices_MC:1095 event is not written to the Event Notification utility when Cisco Unity is terminated abnormally.

CSCdv11710

On the Cisco Unity Administrator Locations > Profile page, one of the Dialing domains is listed twice.

CSCdv11719

On the Cisco Unity Administrator Locations > Profile page, changes to the Dialing domain are occasionally not saved. When the page is refreshed, the Dialing domain reverts to the previous entry.

CSCdv13153

Subscribers deleted from one Cisco Unity server are unavailable for import into another Cisco Unity server.

CSCdv14316

Unable to add subscribers homed on a different Cisco Unity server to a private list.

CSCdv15767

The Exchange Voice Gateway 2000 installation fails and displays an error that it did not find MSVCP60.dll.

This happens on an Exchange 2000 server that does not have Cisco Unity on it.

CSCdv16897

When adding a public distribution list based on an existing distribution list (PDL), an "Unknown error" occurs. After the "Unknown error," the PDL appears in the search list. However, the PDL is corrupt and cannot have messages sent to it.

CSCdv17265

When a subscriber attempts to address a message to a newly created subscriber before all necessary replication of information is complete, Cisco Unity plays the prompt: "Subscriber's e-mail address is not found. Try again in a few minutes." If the new subscriber attempts to log on, the fail-safe conversation is reached. If the new subscriber attempts to log on again, the fail-safe conversation is reached and Cisco Unity shuts down. After restarting Cisco Unity, it quickly shuts down again and a restart of the system is necessary. The problem occurs only when Exchange 2000 SP1 is installed.

CSCdv17868

The opening greeting is heard on a direct dial of a call handler extension.

CSCdv18091

Messages are not delivered to recipients using blind addressing. This happens when users are created in custom organizational units instead of the Users container in Active Directory. The Exchange Voice Gateway looks for users only in the Users container.

CSCdv21070

The Cisco Unity 3.0 database import for version 2.4(6) upgrades is too slow.

Optimizations were made to the Import migration tool. A 2,500-user import should now take less than 12 hours.

CSCdv23105

AVP_REMOTE_ADDRESS is not replicated in GlobalSubscriber table. This is required for AMIS.

Note An upgrade from Cisco Unity version 3.0(x) to 3.1(2) will require reinstalling the AMIS feature, as we have included comprehensive improvements to AMIS functionality in version 3.1(2). We recommend that you wait until the release of Cisco Unity 3.1(2) for optimum AMIS functionality.

CSCdv26755

The outside caller account is deleted when restarting AvDSAD and AvDSGlobalCatalog.

CSCdv31748

On Exchange 5.5, users do not have access to the Cisco Unity Administrator or the ActiveAssistant after migrating from Cisco Unity version 2.x to 3.0.

Documentation Updates

Errors

This section lists errors in the current Cisco Unity documentation. The correct information will be incorporated in a future documentation release, or as otherwise noted.

Message Notification Page: Field Help in the Cisco Unity ActiveAssistant

On the Message Notification page, the Phone Number field does not accept the P and T characters, contrary to what the AA field Help indicates.

In the Call Screening page, the Yes, Ring Me at This Number field does not accept the P and T characters, contrary to what the AA field Help indicates.

Network Settings: Field Table in the Cisco Unity System Administration Guide

In the "Network Settings" chapter of the Cisco Unity System Administration Guide, Release 3.0(1), in the table that describes the fields on the Network > Location > Addressing Options page, the description of the field Play Location to Subscriber as Part of Search Results is incorrect.

The following information is correct:

Table 6 Network > Locations > Addressing Options Page

Field

Considerations

Play Location to Subscriber as Part of Search Results (Notapplicable to blind addressing)

Check this box to allow subscribers to limit a search to a specific location. When checked, this setting allows subscribers to address a message in two steps. First subscribers select a particular location (either by spelling the name or by entering the Dial ID). If Cisco Unity finds a matching location, subscribers are prompted to select the extension for the recipient at that location (either by spelling the name or by entering the extension).

This option is useful when the numbers for extensions at different locations are of different lengths or are not unique.

Changes

This section lists changes to the current Cisco Unity documentation. The changed information will be incorporated in a future documentation release, or as otherwise noted.

Deleting Cisco Unity accounts

When you delete Cisco Unity accounts, delete them from the Cisco Unity Administrator before you delete the associated user accounts in Exchange or Windows. For more information, refer to the "About Deleting Subscriber Accounts" section in the "About Subscriber Accounts" chapter of the Cisco Unity System Administration Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity30/sag/index.htm.

Do Not Use Kill av*.* to Stop Cisco Unity

In the past, some Cisco Unity documentation has said that you can stop Cisco Unity by entering kill av*.* at a command prompt. This does not stop all Cisco Unity services, and may cause problems with upgrades from Cisco Unity version 2.x to version 3.0. Instead, use the Cisco Unity tray icon in the status bar or use the Status Monitor to stop Cisco Unity.

In the Mitel SX-200 ONS DTMF Integration Guide, the section "Programming the Phone System" was revised to provide a workaround for a call-handling problem caused by the phone system when subscriber phones have the Do Not Disturb (DND) option turned on.

Omissions

This section lists new and additional information that is not included in the current Cisco Unity documentation. The new and additional information will be incorporated in a future documentation release, or as otherwise noted.

G.711 and G.729a Codec Deployment

The region configuration settings in Cisco CallManager specify which codec is in use. The voice codec determines the type of compression and maximum amount of bandwidth used per call. Cisco Unity can communicate simultaneously with G.711 and G.729a by transcoding between media streams.

G.711 codec

The G.711 codec is designed for local area network (LAN) deployments of the Cisco AVVID solution. A system using G.711 has the following characteristics:

•Cisco CallManager may set up branch office regions for G.729a support.

•Cisco Unity stores messages in the G.711 format.

•G.711 message storage uses 64 Kbps compression.

G.729a codec

The G.729a (also known as G.729 R8) codec is designed for IP wide area network (WAN) deployments of the Cisco AVVID solution, or deployments with less bandwidth available. G.729a allows the system administrator to dramatically reduce the space used by voice messages and greetings in the Exchange data store and local Outlook folders. The smaller size also reduces network traffic associated with transferring voice messages to and from subscriber workstations.

Text to speech (TTS) is also supported for G.729a.

A system using G.729a has the following characteristics:

•Centralized Exchange farm.

•Cisco Unity and Cisco CallManager are installed at every site and running G.729a.

•Cisco Unity stores messages in the G.729a format.

•G.729a message storage uses 8 Kbps compression.

•The sound quality of G.729a recorded messages may be slightly decreased compared to the quality of G.711 recorded messages.

Setting Up the Cisco Unity System to Use the G.729a Codec

If the Cisco Unity system was not previously set up to use the G.729a codec (usually performed if needed during initial installation of the gateways and the Cisco CallManager integration), do the following procedure.

To set up the Cisco Unity system to use the G.729a codec

Step 1 Confirm that ViewMail version 3.0(0.192) or later has been installed on all client workstations.

When using ViewMail in a low bandwidth deployment (for example, with a slow modem or in a branch office), remote users should download messages before playing them for best performance and quality. To enable the download option on a client workstation, in Outlook click Tools > ViewMail Options and click the Playback tab, then check the Download Audio Before Playing check box.

Step 2 Right-click the Cisco Unity icon in the status area of the taskbar, and click Stop Cisco Unity.

Step 11 In Cisco CallManager, set up the G.729a codec according to instructions in the "Region Configuration" chapter of the Cisco CallManager Administration Guide (available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg).

Step 12 Confirm that the voice messaging ports servicing Cisco Unity are in a region in Cisco CallManager that supports G.729a.

This troubleshooting topic describes a specific problem that a few sites have experienced when using both G.711 and G.729a codecs with Cisco Unity. Most sites running Cisco Unity in a dual codec environment do not experience this problem. However, when it does exist, it makes Cisco Unity inoperable. The problem is recorded in Bug Navigator, ID CSCae08069.

The problem occurs shortly after Cisco Unity starts. Calls received immediately after startup are answered, but the problem occurs within a few minutes.

This problem occurs only under the following conditions:

•A Cisco Unity system where transcoding between G.729a and G.711 codecs is required. This includes any instances of G.729a prompts, messages, or greetings, even if Cisco Unity is in a G.711 region. The possibility that this problem can exist on a G.711 system has not been completely ruled out.

•There are identical sequences of Miu wave errors in the Event log from more than one port at the same time, beginning with:

Component Miu: Thread 0x<NUM> had a Failure on Port X in AvWav

There will usually be four to six of these errors from one port intermingled with an identical sequence of four to six errors from another port. Errors from other ports may also be present.

•The problem occurs within a few minutes of system startup, and can be consistently reproduced. Restarting the Cisco Unity server eliminates the problem temporarily, but it reoccurs. If a problem with similar symptoms occurs days after startup, or is sporadic, it is likely a different problem.

When Cisco Unity transcodes wave formats, it uses Microsoft Windows ACM (Audio Compression Manager) to call into the third-party G.729a codec. When multiple threads call into the Windows ACM function AcmStreamConvert() at the same time, they can conflict with each other and generate errors, causing callers to hear dead air or the reorder tone. Restarting the Cisco Unity server clears the corruption in Windows ACM temporarily, but it does not prevent the problem from reoccurring.

An application-level workaround has been implemented in Cisco Unity versions 2.4(6.135) and later, and in all shipping versions of 3.0. The workaround, an optional registry setting, makes Windows ACM globally thread-safe. To enable the registry setting, do the following procedure, "To enable the ForceGlobalAcmThreadSafety registry setting".

The procedure applies only to Cisco Unity versions 2.4(6.135) or later, as well as all shipping 3.0 versions. To correct the problem on an earlier version of Cisco Unity, upgrade to version 2.4(6.135) or later, then do the procedure.

The procedure is not required on all systems that use transcoding. It can have a performance impact, and should be done only if all of the conditions listed above are present.

To enable the ForceGlobalAcmThreadSafety registry setting

Step 1 Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand HKEY_LOCAL_MACHINE\Software\ActiveVoice.

Step 4 On the Edit menu, click New Key.

Step 5 Name the new key UnityAvWav.

Step 6 Click the new UnityAvWav key, then on the Edit menu, click New Key.

Step 7 Name the new key 1.0.

Step 8 Click the new 1.0 key, then on the Edit menu, click New Dword.

Step 9 Name the new Dword ForceGlobalAcmThreadSafety, and set the Value to 1.

Step 10 Close the Registry Editor.

Step 11 For the settings to take effect, restart the Cisco Unity server.

Step 12 Confirm that the problem does not reoccur within the first few minutes after Cisco Unity restarts.

If the problem does reoccur, to avoid a system performance impact, set the ForceGlobalAcmThreadSafety DWORD Value to 0. Contact Cisco TAC for further assistance.

Moving Subscriber Greetings

Do the following procedure to move subscriber greetings from the boot drive to a data drive of your choice.

To move subscriber greetings

Step 1 Stop Cisco Unity.

Step 2 Copy the contents of C:\CommServer\Stream to a data-drive location of your choice. If Cisco Unity is installed in another folder, use that path instead.

Step 3 Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

Step 4 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 5 Expand the key

HKEY_LOCAL_MACHINE\Software\Active Voice\AvRdbSvr\1.0.

Step 6 Click Edit, and click New String Value.

Step 7 In the Name field, enter Root.

Step 8 Double-click the Root string value. In the Value data field, enter the location of the CommServer\ Stream files that you chose in Step 2. The physical location of the Stream files and the location specified in the Root Value data field must be exactly the same, or the greetings will not play.

Step 9 Restart the Cisco Unity server.

Ports Are Too Busy to Turn MWIs On and Off Promptly

When the ports that turn MWIs on and off are also set to perform other operations, they may be too busy to turn MWIs on and off promptly. You can improve performance by making sure that the entry point of the Cisco Unity port hunting chain is not a port that also handles MWIs.

Using Optional Conversation 1 to Manage Messages by Phone

Cisco Unity Optional Conversation 1 provides messaging menu choices that may more closely resemble a previous voice messaging system. When Optional Conversation 1 is activated, it is a systemwide change that applies to all subscribers associated with the Cisco Unity server.

Optional Conversation 1 changes the keypad mapping for subscriber message retrieval only. It does not change the touchtone keys that outside callers and Cisco Unity subscribers press to send messages.

To activate Optional Conversation 1

Step 1 Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand the key

HKEY_LOCAL_MACHINE\Software\Active Voice\CDE\1.0.

Step 4 Modify the value of the entry SoftKey Config to C:\CommServer\Support\OptConv1.ini.

C:\CommServer is the default folder in which Cisco Unity is installed. If Cisco Unity is installed in another folder, use that path instead.

Step 5 Restart the Cisco Unity server.

To return to the default Cisco Unity conversation

Step 1 Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand the key

HKEY_LOCAL_MACHINE\Software\Active Voice\CDE\1.0.

Step 4 Modify the value of the entry SoftKey Config to C:\CommServer\Support\Unitykey.ini.

C:\CommServer is the default folder in which Cisco Unity is installed. If Cisco Unity is installed in another folder, use that path instead.

Step 5 Restart the Cisco Unity server.

ViewMail for Microsoft Outlook Troubleshooting

Error Message The Windows NT account you are logged on with is not
associated with a Cisco Unity subscriber.

Explanation Users will get this error message when attempting a TRaP
connection from ViewMail if their primary WINNT account is in a different
domain than Cisco Unity.

Recommended Action Start a TRaP session by using the ActiveAssistant first,
then start a ViewMail TRaP session within 90 seconds. ActiveAssistant-MMC
will display a second logon box for authentication. Or you can create a trust
between the two domains. As long as the ID on the two domains is the same,
it will work fine. Or you can use the GrantUnityAccess tool to associate the
second Windows NT account with the subscriber account.

The Cisco Unity Import Utility

Many changes have been made to the Cisco Unity Import utility with the 3.0(3) release. With the Import utility, you can create accounts by using information from a comma-separated value (CSV) file or directly from Exchange mailbox data. The following changes have been made when using CSV files to import subscribers:

•The COS_NAME column header has been changed to COS_OBJECT_ID, and the NT_ALIAS column header has been changed to ALIAS.

•The column headers must be in uppercase, and the required headers must appear in the file in the following order:LAST_NAME, FIRST_NAME, DTMF_ACCESS_ID

•Users who have both a Windows account and an Exchange mailbox can be imported by using ALIAS and UPDATE_SUBSCRIBER_ACCOUNT.

•The Import utility can create subscriber accounts that allow users who are logged on using their Windows NT 4 accounts to have access to the ActiveAssistant and to use ViewMail for Microsoft Outlook to record and play back messages over the phone.

•Information about pagers and text pagers to be used for subscriber message notifications can be imported.

The following sections provide detailed information.

Creating Multiple Accounts with Data from a CSV File

CSV is a common text file format for moving data from one data store to another. It can be used to copy subscriber information from voice messaging systems that run on different operating systems or that have different database structures than Cisco Unity. You can edit CSV files in a text editor or in a spreadsheet application. The first row in a CSV file contains column headers that identify the type of data in the column. The information in the subsequent rows contains the subscriber information to be imported.

The Import utility processes a maximum of 2,500 records at once. When you run the Import utility, any records beyond the first 2,500 are saved to an output file that you specify during the import. If you have more than 2,500 records with which to create subscriber accounts, run the Import utility multiple times, as needed. Use the output log file from the first import as the CSV file for the next import, and so on.

About Windows accounts and Exchange mailboxes

The columns called ALIAS and UPDATE_SUBSCRIBER_ACCOUNT work together to create subscriber accounts for:

•Users who are new and have neither a Windows account nor an Exchange mailbox. Specify 0 in the UPDATE_SUBSCRIBER_ACCOUNT column, or do not include the column in the CSV file. The ALIAS column is optional in this case.

•Users who have both a Windows account and an Exchange mailbox. Specify 1 in the UPDATE_SUBSCRIBER_ACCOUNT column, and enter the Exchange alias in the ALIAS column.

For users with an existing Windows account and Exchange mailbox, you need to specify the Exchange alias in the ALIAS column so that the Import utility can find the correct Exchange mailbox to associate with the subscriber.

In organizations that are in the process of moving users from Windows NT 4 to Windows 2000, during the transition period, users may have both a Windows NT 4 account and a Windows 2000 account. To allow users who are logged on using their Windows NT 4 accounts to have access to the ActiveAssistant and to use ViewMail for Outlook to record and play back messages over the phone, the Import utility needs information about the Windows NT 4 account. You need to specify the Windows NT 4 alias in the column NT40_ALIAS and the domain name in the column DOMAIN_LOCATION so that the Import utility can find the Windows NT 4 account information to associate with the subscriber.

When Cisco Unity is connected to Exchange 2000, if the mailboxes do not already exist, they are created in the domain and organizational unit (OU) that was specified when Cisco Unity was installed.

When Cisco Unity is connected to Exchange 5.5, if the mailboxes do not already exist, they are created in the Recipients container in the Exchange site in which Cisco Unity was installed.

Importing pager message notification information

Cisco Unity can notify a subscriber of new messages by sending an e-mail or by calling a phone, numeric pager, or text pager. Settings on the Subscribers > Subscribers > Message Notification page in the Cisco Unity Administrator allow you to control how and when Cisco Unity notifies a subscriber of new messages.

The Import utility supports a small subset of the message notification settings for numeric and text pagers. There are several column headers beginning with "PAGER1_" that allow you to specify pager numbers and other information to be used for message notification. The column headers beginning with "PAGER1_NUMERIC" are mapped to settings for the device called "Pager" listed in the Device field on the Subscribers > Subscribers > Message Notifications page in the Cisco Unity Administrator. The column headers beginning with "PAGER1_TEXT" are mapped to settings for the "Text Pager 1" device. Settings for only one numeric pager and one text pager can be imported.

Message notifications to the pagers are disabled upon import and must be enabled in the Cisco Unity Administrator or by the subscriber in ActiveAssistant.

Preparing for a CSV Import

The first row in a CSV file must contain column headers that identify the type of data in the column. The information in the subsequent rows contains the subscriber information to be imported. There are many column headers that you can include in the CSV file, but only three are required, and they must be entered in the order shown in the following example:

Be aware that Exchange alias generation is determined by settings on the subscriber template used during the import; the settings in Exchange for alias name generation are not used.

When importing information for both regular and Internet subscribers, use a separate CSV file for each type of subscriber. Mixing the subscriber types in one CSV file produces erroneous results, such as regular subscribers being imported as Internet subscribers.

To prepare a CSV file for importing regular subscribers

Step 1 In the database that contains the data with which you want to create Cisco Unity accounts, save the data as a CSV file.

Step 2 Open the CSV file in a spreadsheet application or another application in which you can edit the data.

Step 3 In the first row, create column headers. The file must contain at least these three column headers in this order: LAST_NAME, FIRST_NAME, DTMF_ACCESS_ID.

•All column headers must be in uppercase.

•Separate values by commas. Do not use a tab, spaces, or a semicolon to separate values in the file.

Step 4 If the file contains columns of data you do not want to import, title those columns JUNK, and the Import utility will ignore them. The Import utility also ignores any columns titled NOTES.

Step 5 Confirm that each row contains the appropriate data corresponding to each column header.

Step 6 Save the data as a CSV file. This is the CSV file you will use during the import.

Step 7 Continue with the procedure "To create Cisco Unity subscribers by using the Import utility" in the "Running the Cisco Unity Import Utility" section in the "Creating Subscriber Accounts" chapter of the Cisco Unity System Administration Guide.

To prepare a CSV file for importing Internet subscribers

Step 1 Prepare the CSV file for import as documented in the previous procedure, "To prepare a CSV file for importing regular subscribers." Note that although the DTMF_ACCESS_ID column header must appear in the CSV file, this column is optional for Internet subscribers. In other words, each row of data for an Internet subscriber may or may not have a number for the DTMF_ACCESS_ID.

Step 2 Add a column header called SUBSCRIBER_TYPE, and enter 2 in this column in each row of subscriber data.

Step 3 Add a column header called REMOTE_ADDRESS to the first row of the CSV file.

Step 4 In each subsequent row, enter the e-mail address for the subscriber in the REMOTE_ADDRESS column.

Step 5 Continue with the procedure "To create Cisco Unity subscribers by using the Import utility" in the "Running the Cisco Unity Import Utility" section in the "Creating Subscriber Accounts" chapter of the Cisco Unity System Administration Guide.

Table 7 New or Changed CSV File Column Headers

CSV File Column Header

Description

LAST_NAME

(Required)

Subscriber last name. This must be the first column header in the CSV file.

Enter any combination of letters and numbers, up to a maximum of 64 characters.

FIRST_NAME

(Required)

Subscriber first name. This must be the second column header in the CSV file.

Enter any combination of letters and numbers, up to a maximum of 64 characters.

DTMF_ACCESS_ID

(Required)

ID that callers enter to reach the subscriber (usually the same as extension). This must be the third column header in the CSV file. When importing Internet subscribers, this column header is required in the CSV file even though the column may not contain any data. After this column, the order of the column headers is optional.

Enter any combination of digits from 0 to 9, up to a maximum of 64 digits.

ALIAS

(Required when importing users with an existing Windows 2000 account and Exchange mailbox)

This column and the UPDATE_SUBSCRIBER_ACCOUNT column work together as follows:

UPDATE_SUBSCRIBER_ACCOUNT is 0

When creating accounts for users who have neither a Windows account nor an Exchange mailbox, this column is optional. If you do not specify an alias here, the Exchange alias is derived from a rule specified in the subscriber template, using a combination of first and last name. Typically, you enter an alias here to override the alias generation rule when there are users who need to have aliases that do not follow the convention (such as when there is a naming conflict).

UPDATE_SUBSCRIBER_ACCOUNT is 1

When importing users who already have Windows accounts and Exchange mailboxes, the Import utility searches for the Exchange mailbox that matches the alias entered here. The matching Exchange mailbox will be associated with the subscriber account.

Enter any combination of letters and numbers, up to a maximum of 64 characters.

COS_OBJECT_ID

The name of the subscriber class of service (COS) of which the subscriber will be a member.

Enter any combination of letters and numbers, up to a maximum of 64 characters.

DOMAIN_LOCATION

Specifies the Windows NT 4 domain name in which the alias in the NT40_ALIAS column can be found. With information from the Windows NT 4 accounts, the subscriber accounts are created such that users who are logged on using their Windows NT 4 accounts have access to the ActiveAssistant and can use ViewMail for Outlook to record and play back messages over the phone.

Use this column only when you will be creating subscriber accounts for users who have both a Windows NT 4 account and Windows 2000 account. In addition, you need to specify the alias in the column NT40_ALIAS so that the Import utility can find the Windows NT 4 account information to associate with the subscriber.

NT40_ALIAS

Specifies the Windows NT 4 alias. Specify this field to allow users who are logged on using their Windows NT 4 accounts to have access to the ActiveAssistant and to use ViewMail for Outlook to record and play back messages over the phone.

Use this column only when you will be creating subscriber accounts for users who have both a Windows NT 4 account and a Windows 2000 account. In addition, you need to specify the domain name in the column DOMAIN_LOCATION so that the Import utility can find the Windows NT 4 account information to associate with the subscriber.

PAGER1_NUMERIC_AFTER_DIALDIGITS

The extra digits that Cisco Unity dials after the phone number for a message notification. The extra digits are shown on the pager display.

This column corresponds to the Extra Digits field for the Pager device on the Subscribers > Subscribers > Message Notifications page in the Cisco Unity Administrator.

Enter any combination of digits from 0 to 9.

PAGER1_NUMERIC_DIAL_DELAY

Specifies the number of seconds to wait before dialing the extra digits specified in the PAGER1_NUMERIC_AFTER_DIALDIGITS column. Use this option if the automatic call progress detection is not reliable. Examples of poor call progress detection include noisy phone lines and unusual ringing patterns.

This column corresponds to the Seconds to Wait Before Dialing Extra Digits field for the Pager device on the Subscribers > Subscribers > Message Notifications page in the Cisco Unity Administrator.

Enter any value from 0 to 100 seconds.

PAGER1_NUMERIC_PHONE_NO

The phone number, including trunk access code, of the numeric pager to be used for message notifications.

This column corresponds to the Phone Number field for the Pager device on the Subscribers > Subscribers > Message Notifications page in the Cisco Unity Administrator. Message notifications to this device are disabled upon import and must be enabled in the Cisco Unity Administrator or by the subscriber in ActiveAssistant.

Enter any combination of digits 0 through 9 and the following dialing characters:

•, (comma) to insert a one-second pause.

•# and * to correspond to the # and * keys on the phone.

Note that the restriction table specified in the subscriber class of service for Outcalling is not applied during the import. Any number, regardless of the numbers disallowed on the restriction table, are imported.

PAGER1_TEXT_SMTP_ADDRESS

(Text pagers only)

Specifies the e-mail address of the text pager, text-compatible cell phone, or another e-mail account (such as a home e-mail address) that message notifications will be sent.

This column corresponds to the To: (E-Mail Address) field for the Text Pager 1 device on the Subscribers > Subscribers > Message Notifications page in the Cisco Unity Administrator. Message notifications to this device are disabled upon import and must be enabled in the Cisco Unity Administrator or by the subscriber in ActiveAssistant.

Enter any combination of letters and numbers, up to a maximum of 128 characters.

PAGER1_TEXT_AFTER_DIALDIGITS

(Text pagers only)

Enter a phone number in this field if the subscriber has a text-compatible cell phone and wants text pager notifications to include a "From" or "Return Call" phone number. Typically, this field contains the number of the Cisco Unity server that the subscriber calls to check messages.

The From phone number appears in the last line of any text pager notification. A subscriber can press the Return Call button on many text-compatible cell phones to dial the phone number. The cell phone must support automatic callback in order to use this feature.

This column corresponds to the From: (Phone Number) field for the Text Pager 1 device on the Subscribers > Subscribers > Message Notifications page in the Cisco Unity Administrator.

Enter any combination of letters and numbers, up to a maximum of 40 characters.

REMOTE_ADDRESS

(Required for Internet subscribers)

For Internet subscribers, enter the subscriber e-mail (SMTP) address.

SUBSCRIBER_TYPE

(Required for Internet subscribers)

Defines the type of subscriber being imported. When importing information for both regular and Internet subscribers, use a separate CSV file for each type of subscriber. Mixing the subscriber types in one CSV file produces erroneous results such as regular subscribers being imported as Internet subscribers. Note that this field is required for Internet subscribers.

•1 creates an Exchange subscriber

•2 creates an Internet (SMTP) subscriber

UPDATE_SUBSCRIBER_ACCOUNT

Indicates whether a Windows account and Exchange mailbox should be created during the import. If this column is absent from the CSV file, the Import utility creates the Windows account and Exchange mailbox. This column works with the ALIAS column as follows:

UPDATE_SUBSCRIBER_ACCOUNT is 0

Creates the Windows account and Exchange mailbox as the subscriber account is created. Specify 0 when the user is new and has neither a Windows account nor an Exchange mailbox.

UPDATE_SUBSCRIBER_ACCOUNT is 1

Uses an existing Windows account and Exchange mailbox for the subscriber. Specify 1 when both the Windows account and the Exchange mailbox exist. In order for the Import utility to locate the Exchange mailbox to use for the subscriber, you must enter the alias in the ALIAS column.

Troubleshooting

Cisco Unity troubleshooting information can be found:

•In the Cisco Unity Troubleshooting Guide, which is available on the Cisco Unity Documentation compact disc and on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm.

Cisco Unity Demonstration System

Cisco TAC does not provide support for Cisco Unity demonstration systems.

Installing a Cisco Unity Demonstration System

When you run Cisco Unity Setup on a server that does not have a system key attached, you are asked to confirm that you want to install Cisco Unity as a demonstration system. Default license settings for a demonstration system are:

•2 voice ports

•0 fax ports

•0 TTS3000 sessions

•1 RealSpeak session

•5 voice mail users

•5 fax mail users

•5 text-to-speech users

•5 ViewMail for Microsoft Outlook users

•5 Cisco Unity ActiveAssistant users

•1 language for the Cisco Unity Administrator

•1 language for the system conversation

•Networking (to enable Internet subscribers)

•The ability to integrate with any phone system

In addition, the maximum message length on a demonstration system is 15 seconds.

Using a Dual Phone System Integration with a Cisco Unity Demonstration System

To integrate a Cisco Unity demonstration system with both Cisco CallManager and a traditional phone system, you must update the Windows registry.

To return a demonstration system to a single IP phone system integration.

Step 1 Refer to the "Removing Voice Card Software" section in the "Upgrading the Cisco Unity System from Version 2.x to 3.0" chapter of the Cisco Unity Installation Guide: Do the "To remove Dialogic software" procedure for your version of Windows.

Step 2 In the Cisco Unity Administrator, update the subscriber, call handler, notification device, switch, and any other settings that apply to the integration.

To return a demonstration system to a single traditional phone system integration

Step 1 Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. Note that a typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

•Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click Feedback at the top of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

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Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

•Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

•Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.

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